This job is with HM Land Registry, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Job summary Do you have an understanding of IT infrastructure and/or IT operations and a strong desire to provide first class customer service? If so, HM Land Registry now have a fantastic opportunity to join our Transformation and Technology Directorate as an IT Service Desk Analyst within our Service Management Centre. As part of the Service Management Centre, the IT Service Desk team owns the Incident and Service Request processes and fixes over 60% of incidents first line, using a range of diagnostic tools and communication channels. It manages, tracks and escalates all requests we hold responsibility for, monitors services and applications, delivers service improvements and supports projects and customer and supplier reviews. It is an exciting time for HM Land Registry (HMLR) as we continue on a major transformation programme. HMLR's ambition is to become the worlds leading land registry for speed, simplicity and an open approach to data and as an IT Service Desk Analyst you will be able to help us achieve this. Job description You will join a friendly and supportive team of dedicated IT professionals responsible for providing a single point of contact and first line IT support for HM Land Registry's internal and external users. Primarily, you will provide technical assistance or advice by responding to user enquiries that come through various routes into first line support. You will be responsible for assuring a high level of user satisfaction and minimising impact of problems and changes. You will ensure user enquiries are processed and tracked in accordance with ISO20000 compliant service management procedures, whilst adhering to customer excellence protocols, keeping users informed of progress and escalating when required. Furthermore, you will monitor HM Land Registrys infrastructure and applications, collaborate with colleagues to enhance the service and customer knowledge, resources and experiences and support both customer and service improvements and project related activity. This is a great opportunity to gain exposure of working in a mature, large scale IT Operation. You will also have the opportunity to obtain Service Support based qualifications. For further information about the role, please see the attached Candidate Pack. Person specification For more information about the role, please see the attached candidate pack. Qualifications Relevant IT or customer service qualifications and/or relevant industry experience in either field.Behaviours We'll assess you against these behaviours during the selection process: Making Effective Decisions Communicating and Influencing Working Together Delivering at Pace Technical skills We'll assess you against these technical skills during the selection process: IT Operations/Infrastructure Experience BenefitsAlongside your salary of 30,958, HM Land Registry contributes 8,968 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. WeAreHMLR At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential. We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits. We have integrity we value honesty, trust and doing the right thing in the right way. We drive innovation we are forward-thinking, embrace change and are continually improving our processes. We are professional we value and grow our knowledge and professional expertise. We give assurance we guarantee our services and provide confidence to the property market. You can findmore information on our rewards package on our website. Things you need to knowSelection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability, Experience and Technical skills. Please fill out the short application form and complete the situational judgement test. A link to some test information and a practice test can be found here. If you are successful in passing the test, then please cut and paste an anonymous CV into the online application form when prompted and include your qualifications and career history. Please complete the technical question (in no more than 250 words) as requested: An understanding of IT infrastructure and/or IT operations with experience of Microsoft Windows and Business Applications. The personal statement section (in no more than 500 words) must be used to provide details of how you meet the essential experience criteria listed below: Proven experience of delivering first class customer service through customer platforms with emphasis on quality, accuracy and speed. Experience of working flexibly and collaboratively as part of a multi-function team, with the ability to interact and build working relationships with other IT technicians, managers and users. In the event of a high volume of applications we may sift on the technical criteria only. Please review your application form before clicking submit once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications this is 23:55pm on the advertised date. The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a face to face blended interview in the Plymouth office. This will include an in-tray exercise and will be conducted week commencing 27th January 2025. The blended interview will assess the behaviours and experience listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we dont advertise which strengths are being tested. The best way to prepare forstrengths questionsis to reflect on what you identify as your own personal strengths, and your preferred ways of working. Candidates may refer to notes within their video interview but they should be used as a prompt only. HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement. You canfind more information on how we use your personal data on our website. The post will require a Security Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years. Further details of the process and checks can be foundhere Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window)Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).Apply and further informationOnce this job has closed, the job advert will no longer be available. You may want to save a copy for your records.Contact point for applicants Job contact : Name : Linda Costin Email : Linda.Costinlandregistry.gov.uk Recruitment team Email : hrresourcingteam2landregistry.gov.uk Further informationIf you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/